Donor Family Services Coordinator

Overview

The Donor Family Services Coordinator (DFSC) role is the first point of contact for the Donor Family Services Department; responsible for receiving, documenting and disseminating all incoming donor family and recipient communications; collaborates with Aftercare Specialists for follow-up action as necessary; responsible for outgoing communications to donor families and recipients, including initial outcome letters, surveys, aftercare resources and invitations.

Responsibilities

Essential Functions

The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation:

• Advance Gift of Hope's mission, vision and core values: providing compassionate service, contributing to outstanding teams and engaging as one of our passionate people committed to a positive culture that embraces diversity, equity, inclusion and belonging. Adhere to all policies and procedures in carrying out the responsibilities of this position.

• Generate and ensure accuracy of outcome letters for every organ, tissue and donor in spirit case within six weeks of donation for next-of-kin requesting follow-up

• Ensure that donor family communication touchpoints are met on time at six-week, three-month, six-month, nine-month and 12-month post-donation intervals through the management of Click Send, Constant Contact, iTransplant and the postal service

• Facilitate the exchange of correspondence between donor families and recipients including reading the letters to ensure there is no solicitation; tracking and uploading letters, escalating any questions or requests to Aftercare Specialists and forward to other party, transplant center or OPO

• Obtain authorization/acknowledgement paperwork for all donors whose request was completed via recorded line, process UPS slip, complete interaction in iTransplant, package memory box and send to donor family

• Manage volunteers for Donor Family Services tasks

• Respond to incoming phone calls, emails, website inquiries

• Enter clear and complete documentation for every interaction regarding specific donor

• Compose database lists as needed

• Fulfill requests for collateral (pins, bracelets, etc.) for families, funeral homes, or as requested

• Keep inventory log up to date and the inventory supply closet stocked with donor family items for field staff; monitor collateral inventory and order as needed (memory boxes, inserts, pins, etc.)

• Coordinate donor quilt display requests

• Manage Constant Contact registration and catering for Donor Family Services workshops and events: including collaborating on invitation, tracking guest list, documenting in donor record in iTransplant those families in attendance, placing purchase order and receiving supplies needed and sending donor families any information and/or supplies

• Reserve meeting space for donor family/recipient meetings and events

• Aid in monitoring Donor Family Support group page on Facebook

• Collaborate with internal and external partners to facilitate departmental objectives

• Other duties as assigned

Qualifications

Education and Training Required

The following identifies the minimum education and training required to perform the essential functions of the job:

• A high school diploma or equivalent; bachelor's degree in healthcare administration or a related field, or equivalent work experience preferred

Experience and Skills Required

The following indicates the minimum skills and experience required to perform the essential functions of the job:

• 3 to 5 years' experience in patient relations, social service, fundraising administration, or a related field

• Strong organizational skills

• Attention to detail

• Effective oral and written communication skills

• Intermediate skills in Excel and Word

• Compassion and empathy

Physical and Emotional Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to function in a normal office environment

• Ability to drive personal auto to perform job functions

• Ability to work outside normal business hours on occasion

• Ability to lift and move 30 pounds

Work Environment

The work environment characteristics described here are representative of those that will be encountered by an employee while performing the essential functions of the job.

• Normal office environment

• Work at other locations as needed

• Occasional overnight travel required

The policy of Gift of Hope Organ and Tissue Donor Network is to promote equal employment opportunity through a positive and continuous program of specific practices designed to ensure the full realization of equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran designated under the Vietnam Era Veterans' Readjustment Assistance Act, as amended (VEVRAA). This reaffirms our commitment to this policy.